Your FAQs form the basis of objectives or intentions, expressed in user’s inputs, such as access to an account. Once you describe your goals, you can connect them to a competitive conversation user interface tool, such as Watsonx assistant, as intentions.
From there, you will need to teach your conversational AI how a user can explain or request this type of information. If we take the example of “how to access my account”, you might think of other sentences that users could use when you discuss with a support representative, such as “how to connect”, “how to reset the word passing “,” Register for an account “, and so on.
If you are not sure other sentences that your customers can use, you may want to associate your analysis and support teams. If your Chatbot analysis tools have been configured appropriately, analysis teams can use web data and study other requests from site search data. Alternatively, they can also analyze transcription data for web chat and call centers. If your analytical teams are not implemented for this type of analysis, your assistance teams can also provide valuable information on the common means that customers explain their questions.